Einstein Next Best Action: Use Strategies to Recommend Actions and Offers (Pilot)

Integrate business rules, predictive models, and data—both
inside and outside of Salesforce—to deliver the right offer at the right moment to the
right person. Perhaps you have offers that are relevant only under particular conditions, such as
an upgrade or a discount. Or maybe there are multiple ways for service agents to assist
customers, and you want to guide the agent to the most appropriate action. Take a look at
Einstein Next Best Action.

Note

We provide Einstein Next Best Action to selected customers through
a pilot program that requires agreement to specific terms and conditions. To be
nominated to participate in the program, contact Salesforce. Pilot programs are
subject to change, and we can’t guarantee acceptance. Einstein Next Best Action
isn’t generally available unless or until Salesforce announces its general
availability in documentation or in press releases or public statements. We
can’t guarantee general availability within any particular time frame or at all.
Make your purchase decisions only on the basis of generally available products
and features. You can provide feedback and suggestions for Einstein Next Best
Action in the IdeaExchange.

Why: For example, when a sales rep opens a contact record, the Einstein Recommendations
component runs a strategy that displays recommended offers for that contact.

The first offer is recommended because the customer’s credit score is above a certain
threshold.

Other offers are recommended because the customer’s satisfaction score is above average, and
upsells are deemed appropriate.

How: Create propositions to represent your custom offers and actions. When a user
accepts a proposition by clicking the button, a screen flow is launched.

Build recommendation strategies that query data, make decisions, and filter or sort
propositions.

Display recommendations for a given strategy by adding the right Lightning component to your
pages. For Lightning pages, add the Einstein Recommendations component. For Lightning community
pages, add the Recommended Actions component. For Visualforce pages, use Lightning Out to add the
lightning:nextBestAction component.